Client Retention Executive

MicroSourcing; Quezon City; Hybrid; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Healthcare day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Company-sponsored events

Job summary

MicroSourcing is seeking a Client Retention Executive to monitor customer usage data, identify retention risks, and enable proactive actions across Customer Success and Sales teams. This hybrid role in Eastwood, Quezon City, involves collaboration with subscriptions and data teams to improve account health and renewals.

The ideal candidate will leverage analytics, CRM, and BI tools to highlight opportunities, communicate insights clearly, and support value-driven engagement with clients.

Qualifications

• Experience in Customer Success, Account Management, or Data Analytics (preferably in SaaS or B2B subscriptions).
• Strong analytical skills; comfortable interpreting usage metrics and creating reports.
• Excellent communication and stakeholder coordination skills.

Responsibilities

• Identify retention risks and engagement opportunities from customer usage data.
• Collaborate with Customer Success, Sales, and Marketing to drive renewals and growth.
• Monitor subscription data using CRM and analytics platforms to spot at-risk accounts.
• Create dashboards and reports to track account health and trends for stakeholders.
• Support proactive retention actions with data-driven insights.

Skills

Customer Success

Data Analytics

Communication

Stakeholder Coordination

CRM familiarity

Education

Bachelor's degree or higher

Tools

Domo

Tableau

Power BI

CRM tools

Job description

Client Retention Executive

Position: Client Retention Executive

Work setup: Hybrid | Night shift

Location: Eastwood, Quezon City

Benefits

• Competitive Rewards: above-market compensation, healthcare coverage day one, dependents coverage, paid time‑off with cash conversion, group life insurance, performance bonuses.
• A Collaborative Spirit: participate in company‑sponsored events and activities.
• Work‑Life Harmony: flexible work arrangements.
• Career Growth: continuous learning and advancement opportunities.
• Inclusive Teamwork: diverse and inclusive culture.

Job Responsibilities

The Client Retention Executive will play a key role in the overall performance, development, reporting and analysis of customer usage data to proactively identify retention risks and engagement opportunities, enabling the Customer Success and Sales teams to act early to retain and grow subscription accounts.

Reporting to the Global Customer Success Manager, the position will take responsibility for monitoring and analyzing subscription usage data to identify risks to retention, uncover engagement opportunities, and support targeted customer success actions that drive renewal and account growth.

You will work closely with the subscription, data, marketing, events, and editorial departments and provide a direct link between subscription teams and external system providers. The role offers excellent growth potential, with training on current systems and encouragement to develop new ways of working to improve performance.

Key Responsibilities

• Identify trends within Domo analytics platform and collaborate with Subscriptions and Customer Success teams to improve customer engagement.
• Monitor and analyze subscription usage data to identify at‑risk accounts and growth opportunities using reporting tools, CRM and Subscription and Media platforms.
• Flag declining engagement or usage trends early to support proactive retention efforts.
• Identify and highlight new business opportunities to Account Managers and the Customer Success team.
• Support customer engagement initiatives by coordinating outreach and identifying value-driven touchpoints.
• Work closely with Sales team to ensure smooth handover and ongoing client success.
• Assist in developing dashboards or visualizations for internal stakeholders to track account health in Domo.
• Identify and communicate challenges in platform usage across customer segments.
• Turn data insights into clear actions that help the Customer Success team keep customers.
• Collaborate with the Data Team to create bespoke reports (e.g., Surface Mining, Risks, etc.) tailored to client needs.

Qualifications

• Experience in Customer Success, Account Management, or Data Analytics (preferably in SaaS or B2B subscriptions).
• Strong analytical skills; comfortable interpreting usage metrics and creating reports.
• Excellent communication and stakeholder coordination skills.
• Familiarity with CRM, BI tools (e.g., Tableau, Power BI, ThoughtSpot, Domo) and customer engagement platforms is a plus.
• High-level computer skills and ability to grasp new concepts quickly.